Customer Service Representative - Remote

Overview

Guest Worldwide is a leading global manufacturer and distributor to the Travel and Leisure industry, providing products to over 25,000 hotels in 109 countries. We manufacture personal care amenities and a full range of textiles, and distribute nearly everything else you find in hotel public guest areas in the hotel room. Guest Worldwide is a wholly owned subsidiary of Sysco. Sysco is a 54 billion dollar, industry leading, global food and beverage distribution company.

The Customer Service Representative provides customer and Territory Managers (TMs) support with the sales of hotel and operational supplies.

Customer & Territory Manager Support:

• Answer incoming calls and emails from TMs. Research and provide information such as estimated time of arrival (ETA), customer history data, order tracking, delivery issues, proof of delivery, etc.
• Provide customer with order history information (i.e., item #, quantity, etc.) and pricing.
• Process orders (including new, cancellation or additions to current order), invoices, credits/returns and respond to customers’ inquiries.
• Enter and update vendor drop ship orders, including vendor manufacturer , cost of goods, color specifications, sizes, etc.
• Back Orders – If item is out of stock, check ETA. If not readily available, check availability of stock to determine if shipment can wait, needs to be pulled from another Distribution Center or substituted with a replacement item.
• Research and obtain ETA, proof of delivery, shipment tracking and information on returns and other requests as needed.
• Prepare and send customer order acknowledgments.
• Inform TM and customer of standard procedures, order status and/or resolution of problems, if applicable. Follow up, either verbally or in writing to ensure proper customer satisfaction.

• Review and resolve issues with customer orders such as delivery issues, shipment discrepancy and back orders. Review and process Adjustment Request Form or Return Material Authorization following approval. Review any exceptions to Company’s standard shipping policies with management.

• Regularly participate in Sysco Interactive University (SIU), vendor and other company training programs.

• Accounting – update on orders for Release on Hold.
• Purchasing – tracking and proof of delivery, ETA on drop shipments, items discontinued for delivery replacement items.

• High School diploma or GED required. College degree preferred.

• 2 years’ Customer Service experience, including working knowledge of shipping procedures and practices; inventory control processes, procedures and practices; and inventoried product line specifications (dimensions, weight, etc.).
• Call Center experience a plus.

• Excellent communication (verbal and written), interpersonal and professional interactive skills are necessary to perform at a high degree of proficiency. Ability to effectively present information and respond to questions from suppliers, customers, management and inter-department staff. Capable of working with internal staff from other departments in a proactive and constructive manner.
• Customer Service – Respond promptly to requests for service and assistance as needed. Follow up as needed.
• Planning / Organization - Ability to prioritize and manage multiple priorities/deadlines and shift priorities as necessary. Uses time effectively.
• Problem Solving - Identifies and resolves problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions.
• Judgment - Displays willingness to make decisions. Exhibits sound and accurate judgment. Makes timely decisions.
• Professionalism - Approaches others in a tactful manner. Reacts well under pressure. Follows through on commitments.
• Detail Oriented – Attention to details and accuracy.
• Proficient use of MS Windows and Office (Word, Excel, PowerPoint, Access and Outlook) and familiarity in maintaining a customer database and Internet navigation.